Summary
While usability testing is an often overlooked part of design in the frenzied race to get technology to market, it’s absence is especially problematic when it comes to civic-focused products and services. Even when designers want to test, options are often limited to "professional testers" or personal networks - far from the actual users they’re hoping to help. Testing with a diverse group of end users and stakeholders is the only surefire way to make sure what gets designed works for everyone, but the approach needs to be thoughtful, sensitive and impactful. Since launching in early 2019, GRIT has delivered more than 20 such inclusive usability testing engagements with partners in the public, private and nonprofit sectors and we’re eager to share our insights with others who endeavor to engage diverse, underrepresented communities in the design of their civic products and services. Using case studies and lessons from our trove of civic design engagements, we'll help take the guesswork out of inclusively testing your next design.
Key Insights
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Inclusive usability testing reveals unique insights that would be missed with less diverse groups.
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Building trust with participants through clear communication and simplified consent process is critical.
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Offline recruitment through community hubs ensures a more representative and diverse participant pool than online-only methods.
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Flexible scheduling that includes evenings and early mornings accommodates non-9-to-5 participants.
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Compensation at $1 to $1.25 per minute plus travel reimbursement greatly improves recruitment.
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Testing environments less clinical than windowless labs create more comfortable, open sessions.
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Maintaining relationships with testers and updating them post-launch closes the feedback loop and builds engagement.
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Testing with users who actually rely on assistive technologies ensures accessibility features function correctly.
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Scrappy, low-budget inclusive testing can still produce valuable insights with thoughtful design of participant experience.
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Leveraging participant referrals supports recruiting hard-to-reach or specific demographic groups.
Notable Quotes
"To the people of the city of Chicago, if it doesn’t work for you, it doesn’t work."
"When you test inclusively, you’re learning about the design and the people impacted—your users."
"Testing with the people who actually need to use your products is a no-brainer."
"Participant experience is everything and it starts with building trust."
"Have that one point of contact so participants don’t get confused with multiple emails."
"Use plain language—no jargon—and explain terms like prototype simply."
"Flexible time slots open testing up to people who don’t work nine to five."
"We recruited almost 400 people by putting posters in laundromats, coffee shops, community centres—not online."
"Offering fair compensation builds your recruitment pool much faster."
"If a tester brings kids, we just accommodate it. Snacks help with that too."
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